Old Mutual unhelpful

Today My Mother went to Old Mutual in Port Elizabeth to try and claim on my deceased brother's funeral policy. My mother is in possession of a Letter of Authority from the Master of the High Court in Port Elizabeth allowing her to administer my late brother's estate. It has now transpired that my brother had nominated a beneficiary for this policy, problem is; she is unknown to us as a family. It also turns out that my deceased brother had another policy in the name of this "beneficiary" in which he is a nominated beneficiary, which suggests some sort of a "relationship" with this person. Problem is for the family: we do not know this person and have no details whatsoever on her. What is more problematic for us as a family is a response given to my Mother by the consultant at Old Mutual: that is My Mother must now track and trace this person; something I feel is rather unwarranted and unfortunate. The only detail we have, based on the info from Old Mutual is her name and surname and date of birth, and nothing else. I don't think it is proper for Old Mutual to ask my Mother to go to Home Affairs and ask for this lad's ID Number and other details.